Business Analyst at RMS Computer Corporation

Long Island City, NY

About the Job

ob Description:This role is a key position supporting the Customer Experience Pain Point Team in expanding its role to include full review and analytics of daily digital customer feedback; escalating identified issues and key customer suggestions, and working with tech and journey owner design teams to incorporate customer feedback into roadmaps & future development. Position requires full understanding, management and usage of key data analytics tools; candidate must evolve tracking and reporting for key findings, progress and key performance indicators (KPIs)- Learn the Credit Card business including all digital applications and key customer journeys- Act as a customer advocate; represent customer voice to influence digital design roadmaps.- Customer Sentiments/Pain Point Capture:- Leverage text analytics to understand customer feedback, identify future opportunities ensure Client digital products meet/exceed customer expectations.- Assisting in creating monthly customer feedback summary- Identifying trends from feedback and capturing pain points- Maintaining pain point records in automated repository tool- Establish and maintain thorough and accurate documentation of all work, across all available VOC data sources (includes real - time digital, transactional surveys, social, complaints, etc).- Review and analyze all daily data; develop tracking and reporting mechanisms- Distribute customer feedback insights to key journey owners to incorporate into web experiences- Develop working relationship with multiple pain point solution owners and other stakeholders.- Conduct root cause analysis and work with key stakeholders to disposition customer feedback, and report on progress- Contribute to designing and developing customer experience process improvements

Qualifications:- Minimum 5 - 7 years of Business, Marketing or Customer Engagement experience- Strong data management and analytical skills- Exceptional communication, analytical, and project management skills- Operations – background in developing and implementing operational and process improvements in customer facing teams- Organized – ability to work with multiple team members at once and keep resolution of pain points on track- Analytical – ability to use insights from customer research and data to drive decisions around design and improvements- Strong data management and analytical skills- Strong communication skills – written and verbal- Proactive and responsive – self - starter who can work collaboratively to achieve results- Relationship management, interpersonal, and organizational skills a plus- Background in using Excel - based VBA to design, analyze, and deploy programs for finance industry desired- Experience with Agile development process and/or digital product management desired.